Perceived quality of communication amongst outpatients in western and traditional Chinese medicine clinics in a Chinese population.
OBJECTIVE
This study investigates differences in perceived communication by patients of the quality of outpatient episodes in an urban Chinese population.


METHODS
A representative, population based survey was conducted in Hong Kong, China. A random sample of respondents aged >15 years who had received outpatient care the 30 days previous to enumeration were invited to evaluate communication with their doctors and the overall quality of their latest consultation.


RESULTS
The majority thought that their clinicians were listening carefully (93.5%), explaining clearly (93.1%), expressing appropriate respect (93.8%), and were allocating sufficient time for consultation (89.5%). 97.6% gave 5-10 points out of 10 for overall healthcare quality. Compared to users of private western medicine (WM) services, multivariate analysis showed that traditional Chinese medicine (TCM) patients were more likely to rate their clinicians highly for listening skills but low for respect. Users of WM public services were more likely to be dissatisfied with all evaluated aspects. Favourable ratings were more likely to be expressed by those who are older, less educated, and those who paid by indemnity insurance.


CONCLUSIONS
We have highlighted three unique observations: first, patients' perception of clinician-patient communication in out patients differs between WM and TCM. Second, patients who used public WM services rate the quality of their visits lower than those in the private WM sector. Lastly, we have observed a negative association between higher education background and satisfaction level. Further researches are warranted.
Chung
Vincent Chi Ho
VC
School of Public Health, Chinese University of Hong Kong, China. vchung@cukh.edu.hk
Lau
Chun Hong
CH
Wong
Eric Ming Chung
EM
Yeoh
Eng Kiong
EK
Griffiths
Sian Meryl
SM
D000328:Adult; D000368:Aged; D000554:Ambulatory Care Facilities; D003142:Communication; D003430:Cross-Sectional Studies; D005260:Female; D006723:Hong Kong; D006801:Humans; D007407:Interviews as Topic; D008297:Male; D008516:Medicine, Chinese Traditional; D008875:Middle Aged; D017060:Patient Satisfaction